Dell Technical Support Engineer 2. in Milan, Italy

Technical Support Engineer 2, Italian speaker

Location: Milan, Italy.

Dell EMC’s Global Services division is a consultancy organization focused on helping customers accelerate time to value from all Dell Technologies solutions, and is our internal partner for large-scale transformational projects.

We are looking for a Customer Support Services, Italian Speaker, who will join the Deployment Services business unit and will provide advanced technical and/or business consultative services for Dell EMC clients.

Overview

Provides technical support expertise in a complex information infrastructure environment with the need to integrate DELL-EMC products and systems with other DELL-EMC and non-Dell-EMC systems operated by customers. Applies expertise using standard operating and diagnostic procedures to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues.

Primary Responsibilities:

  • Interfaces directly with customers. May need to engage or escalate to more senior resources to resolve more complex issues. After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.

  • Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments. As appropriate, determines which tool(s) to use to resolve issues including running tests.

  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

  • Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.

  • Participate in eService content creation (self-service) such as Chat, and Support forums. Validates technical information and issues early warning and disseminates information as needed

  • Expected Behaviors/Competencies:

  • Exhibits confident behavior

  • Ability to work independently and in a high-pressure environment

  • Good customer handling skills in English and Italian

  • Collaborate with peers/mentors/coach/SME on complex issues

  • Can assist in problem recreation and analysis of customer issues

  • Knowledge of job associated database/software/documentation

  • Working in Remote Teams

Technical Skillset:

  • DELL-EMC Proven Professional Certification (Associate)

  • General knowledge of IT environment

  • Knowledge in Storages products

  • Monitoring and troubleshooting bug tracking system and Problem-Solving Methodology

  • Vmware Install Configure & Manage

  • Utilization of CRM as Sales Forces

Experience Level:

minimum 3-5 years relevant experience

Benefits

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

For more information regarding Dell’s company culture, please see the following link:

https://www.youtube.com/watch?v=CLZQXYsVWwk